Director of Customer Service & Order Management

Conectiv Supply Chain Solutions, Inc.; Memphis (TN); On-site; USD 120,000 - 180,000; Full time

Job summary

Conectiv Supply Chain Solutions, Inc. in Memphis, TN seeks a Director of Customer Service Order Management to lead strategic client relationships, drive service excellence, and ensure proactive, measurable support across manufacturing, distribution, and transportation.

You will be the primary client-facing leader, partner with customers and internal teams to improve processes, monitor SLA/KPI performance, present executive reporting, and develop a high-performing customer service team.

Qualifications

• Bachelor’s degree in business management, supply chain, marketing, or related field preferred or equivalent combination of education, training, and experience required
• Strong understanding of SLA/KPI management and performance reporting
• Experience leading customer-facing business reviews and executive-level discussions
• Experience managing escalations, service recovery, and corrective actions
• Ability to analyze operational data, identify trends, and translate insights into actions
• Proven ability to influence cross-functional teams and drive accountability across orgs
• Strong presentation skills to communicate performance to senior leadership
• Experience leading process improvement and root-cause analysis with cross-functional execution
• Power BI, advanced Excel, dashboard/reporting tools, and AI-enabled productivity tools preferred
• Proven ability to lead and develop a customer-facing team with strong coaching skills

Responsibilities

• Lead strategic client relationships across assigned accounts as the primary customer-facing leader for service performance, issue resolution, reporting, and continuous improvement
• Partner with customers and internal operations to align manufacturing, planning, distribution, transportation, customer service, IT, and support to client expectations
• Own SLA/KPI reporting development, analysis, and executive-facing presentation across time horizons
• Prepare and lead customer business reviews with performance scorecards and key takeaways
• Analyze data from multiple systems to identify trends, risks, and opportunities for improvement
• Translate operational data into executive summaries, dashboards, and customer insights for leadership
• Lead cross-functional process improvements to raise service levels and reduce recurring issues
• Serve as senior escalation point for customer concerns, reporting needs, and new requests
• Develop corrective action plans with clear ownership, timelines, and accountability
• Track progress of improvement initiatives and communicate status and results
• Monitor contract requirements and SLA performance to ensure alignment between company and client
• Identify customer risks and operational constraints impacting service delivery
• Communicate IT project and reporting changes to customers and internal teams
• Supervise, coach, and develop direct reports with performance management and cadence
• Plan workload, coverage, and training needs; adjust team structure as needed
• Collaborate on team performance and staffing needs with leadership
• Maintain strong partnerships to support retention, service excellence, and growth

Skills

Client relationships

SLA/KPI management

Cross-functional leadership

Executive communication

Power BI

Advanced Excel

Dashboard reporting

Education

Bachelor's degree in business management, supply chain, marketing, or related field

Tools

Power BI

AI tools

Job description

Conectiv Supply Chain Solutions, Inc. in Memphis, TN seeks a Director of Customer Service Order Management to lead strategic client relationships, drive service excellence, and ensure proactive, measurable support across manufacturing, distribution, and transportation.

You will be the primary client-facing leader, partner with customers and internal teams to improve processes, monitor SLA/KPI performance, present executive reporting, and develop a high-performing customer service team.